Customer support

Fully Contracted Position - Fully Remote Call Center Agent (Automotive industry) Auto Service Advisor / Customer Service position for a friendly, technologically savvy, and well-spoken individual who loves to interact with customers over phone, text, email, and more!

Location : Remote (Work from ANYWHERE!!!)

Pay : $12 - $13 per hour / hr (assessed on experience and capabilities)

• Outgoing phone calls - 200 per day (approx)
• Leave Voicemails For Follow up - Approx 100 per Day)
• Ask Customers for Feedback on Service Recently Performed at our physical locations.
• Escalate concerns and communicate with existing team members.

$12 - $13 per hour for this position

Up to 40 hours per week

Roles and Responsibilities :

Primary Duties

Your primary duty is to make outbound phone calls, with 2-day follow up and 6-month follow ups on a call list of our customers that have visited our physical Auto Shop locations.

Pick up the phone and make calls : Any time in which you are not available, either physically or through Do Not Disturb, must be clocked out as a break in our time clock software.

This for example covers lunch breaks. Repeat occurrences of not picking up a call if not already on a call will result in dismissal.

• Accountability : Total phone handling time will be tracked daily. If you are for example on the phone for only 3 hours out of a day, you will be expected to provide meaningful value to the company through other means.
• Create Appointments : Many customers calling are simple follow ups or have been overdue for an appointment. Your top priority will be to convert outbound calls and conversations into appointments.

All appointments / visits in which a customer is expected to be seen must be completed through the SFAC (Stress-Free Auto Care) website app.

Expectations of applicants :

• Excellent written and verbal skills
• Timely, trustworthy, and responsible
• Friendly & welcoming mindset
• Multitasking & communication skills
• Available to work Monday - Friday (Pacific Time), Approximately 8 : 00am - 5 : 00 pm and weekends if flexible
• Windows Laptop / desktop PC operating at least Windows 10, headset, and reliable internet connection. Suggestion of dual screens and keyboard recommended.

As an Outbound Remote Service Advisor, you are primarily responsible for :

Making outbound customer automotive-related calls to existing clients and converting into appointments and reviews.

Using your industry experience to deliver excellent customer service and overall satisfaction to clients and coworkers.

You have all necessary equipment to perform this role.

Among other items, you will be responsible for the following in your remote role :

Primary Duties

Customer Follow-Ups : Follow up with customers 2 days and 6 months after appointment (as provided to your by SFAC),

Total phone handling time will be tracked daily. If you are for example on the phone for only 3 hours out of a day, you will be expected to provide meaningful value to the company through other means.

Create Appointments Via our Booking Platform : While most calls are simple follow ups, your top priority will be to convert these leads into physical in-person appointments for the shop location(s).

All appointments / visits in which a customer is expected to be seen must be completed through the SFAC (Stress-Free Auto Care) website app.

Secondary Duties

Appointment Follow-Ups : Actively contacting any missed appointments to determine the cause of the missed appointment and ideally reschedule.

If unable to reschedule, add note to missed appointment outlining your outreach efforts and outcomes.

Appointment Reminders : Reach out to customers with appointments with appointment reminders, if directed by SFAC.

Expected Practices

Communication :

All communication which require a higher sense of urgency must be made in slack shop channels (i.e. SFAC4 For Shop#4). All posts concerning the shop business should be made in the shop slack channel.

Unless it’s a near emergency, phone calls from the remote advisor to the shop should only be made with approval of the shop or by request of the shop via slack.

Reporting : Any system failure or friction which is limiting your ability to work effectively must be reported as early as possible in the Remote Advisors slack channel.

Sales : Your role is intended to improve sales whether directly or indirectly. A few examples of this : increase the # of appointments through 6 month follow up calls, resulting in an increase of overall sales, Missed call / appointment follow up.

You will be eligible to participate in our Remote Advisor Bonus policy upon starting, and expected to meet or exceed our standards as described above.

About Us :

Stress-Free Auto Care is a modern, tech enabled shop. We believe that taking care of your car should be an easy and stress-free experience.

Stress-Free Auto Care is a full service automotive repair provider that eliminates the hassle of auto service, unexpected breakdowns, and maintenance.

We're bringing auto repair into the 21st century, where we always put the customer's needs first.

Every day we give people peace of mind. We not only take the stress out of auto care, but our transparency & communication give our customers their valuable time back that they can spend with their family instead of waiting at the shop.

Last updated : 2024-03-24

Salary : $12 - $13